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jonathanpye
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tv360 Delivery

Hi All

 

I received the email and got the confirmation of upgrade date of today. As some have stated got the invoice of a free service charge for upgrade and confirmation of same monthly charge. Quick start kit requested and Yodel stated delivery today as agreed with virgin.

Remotes recieved via courier through the post box but no sign of the set top boxes. Phoned the delivery driver and no other parcels with them and no other tracking emails from the courier.

Can someone advise if this is normal for the delivery as it seems strange to get the remotes and no sign of the set top boxes themselves?

 

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Services and Equipment;
HUB4
x2 V6 Upgraded to tv360
Ultimate Ooomph Gig1 with UHD
VM Telly Tablet
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Ernie_C
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Re: tv360 Delivery

In the second phase, your V6 will be upgraded over the air to TV 360. No change of hardware, other than the remote.

I would think there would be instructions with the remote of what you need to do.

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jb66
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Re: tv360 Delivery

You dont get a new box, you just get new remotes.

Have a look in the app section of your v6 to start the new update
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roy247
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Re: tv360 Delivery

Make sure you haven't got any recordings you want to watch as the upgrade will delete all your recordings.

 

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jonathanpye
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Re: tv360 Delivery

Hi thanks for the quick response

ok, so it seems a bit of a miss-sell to me.

I expected the new box and mini box. Is the functionality identical between the old multi-room V6 boxes upgraded and the new kit? 

-------------------------------------------------------------
Services and Equipment;
HUB4
x2 V6 Upgraded to tv360
Ultimate Ooomph Gig1 with UHD
VM Telly Tablet
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Gary06028
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Re: tv360 Delivery

Beware the software 4.28 is flawed and causing problems on v6 boxes , read through some of the posts on here 

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Ernie_C
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Message 7 of 41
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Re: tv360 Delivery

It’s not possible to determine whether you have been misinformed or have misunderstood.

What does the email you received say?

How did you place your order?

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Gary06028
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Re: tv360 Delivery

I can only advise you to not update until they have sorted out the issues with the update but that’s upto you .

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jonathanpye
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Message 9 of 41
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Re: tv360 Delivery

Hi Ernie,

 

i work in IT so i do understand the possibility of customer mis-interpretation and incorrect expectation but having said that regardless of wording of my own information from VM the markettng implied or highlighted new hardware to set an expectation.

Moving though to my upgrade email, the wording again implied new hardware rather than a software update.

Here is a cut and paste of the key aspect of the e-mail although the "tense" seemed odd at the time it now makes sense.

It refers to a box, a physical item ... not a software upgrade.

My expectation i think is reasonable based on all the evidence provided.

email snapshot below;

Your new package now includes:

TV: Virgin TV 360 box

We've removed:

TV: Virgin TV V6 Box. powered by TiVo

-------------------------------------------------------------
Services and Equipment;
HUB4
x2 V6 Upgraded to tv360
Ultimate Ooomph Gig1 with UHD
VM Telly Tablet
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Gary06028
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Message 10 of 41
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Re: tv360 Delivery

I think they are cutting corners due to cost , update old boxes with new software that doesn’t work properly or new boxes for everyone and looks like they have chosen dodgy software update over new boxes and customer satisfaction